Service is a combination of process and people. In a previous blog post we looked at bringing the human element back into the recruitment process as these are some of the key moments of truth for clients/candidates. They define the type of service we provide as well as shaping our reputation which ultimately determines our commercial success. Companies who successfully manage the client and candidate experience achieve the 5R’s of service – Relationships, Related Sales, Retention, Reputation and Referrals Revenue.
Getting these moments of truth right are so important to not only the service provided to clients/candidates but for the expectations and standards expected of employees. If we define the experience we give clients/candidates and the team all know the type of service level we should be reaching for, then we all represent the company, the brand and our clients in the same way.
As a service company these moments of truth also act as proof points to clients, which is recognised by successful recruiters and is why they obsess about getting feedback.
When looking to define the service you provide you need to look at all the moments of truth for clients and candidates in the recruitment process, from job adverts, introduction calls, sending CVs through to presenting job offers and placing the candidate.
To do this map out the complete ‘journey’ for clients and candidates (clearly two separate journeys) including every moment of truth. When you have a client and a candidate journey you now need to set standards for each moment - defining success - and rate how well you do in that moment. These standards need to be easily understood and replicable by all your consultants.
Once you have these processes mapped out you need to explain to your team the importance of delivering to these standards, regularly benchmarking your service to check you achieve the set standards, and obsess about feedback to continually improve.
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